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The consumer banking experience has changed dramatically in recent years.
Today, banks and credit unions adhere to the rise of the tech-savvy and budget-conscious consumer. From mobile apps and online banking initiatives to tailored programs — the trend of rapid adoption is impressive, but it’s not without its shortcomings. Continue reading
When was the last time you evaluated the fraud and identity theft information you provide customers?
If you had to think about your answer for more than two seconds, not only is it time to reevaluate, but there was yet another victim of identity fraud.
The fact is, identity crimes persist — affecting 38.3 million Americans in 2015 per Javelin Strategy and Research. Such a damaging issue demands ongoing attention, proactive protection and prompt action, the combination of which provides the most effective strategy.
So why the focus on content? And how does it even fit into this strategy?
If it is the right (timely, clear, accessible) content, it integrates with all aspects of your identity protection plan for a perfect fit. The goal of this content is to clear up consumer confusion around identity crimes: what they are, why they happen, how they can be prevented and how to recover from them.
This starts with regularly updated fraud, data breach and scam news. It should highlight the details of what occurred and provide guidance to help avoid or reduce one’s impact from the situation — all with a levelheaded approach.
Valuable content does not rely on hype, but rather diffuses it.
Need another reason to supply compelling content? Consumers are information seekers. They want to be in the know. Providing customers with that level of up-to-date content empowers them and makes you a valued resource. In turn, it deepens customer trust and loyalty. Sixty-two percent of millennials indicate that online content drives their brand loyalty, according to NewCred.
On the other hand, if your content is outdated, customers will be left scouring for information on their own, which means they’ll be navigating away from your site.
Now that you know what the “right” content can and should do for you, it’s time to deliver it A.S.A.P. One of the best ways to make that happen is by partnering with EZShield. We enable our partners to easily provide outstanding fraud and identity theft information to their customers via EZShield’s communication platforms or directly to the partner’s website using our Live Fraud Feed.
And we can’t overstate how easy it is to implement the Live Fraud Feed either. We supply the JavaScript to copy and paste into the partner’s HTML just once upon set-up.
As creators and purveyors of award-winning* content, from our EZShield social platforms to our educational blog FightingIdentityCrimes.com and our email communications for partners and their customers to our mobile app, we have the meaningful and far-reaching messaging to bring your content up to speed. The timely speed consumers expect.
How do we do it? Fueled by our industry expertise and commitment to delivering leading identity protection services through our secure platform, we remain tapped into the latest fraud and scam news, data breaches, data security vulnerabilities, information protection regulations, encryption technology and all other relevant identity crime news.
How can you take advantage? Harness this valuable information through our Live Fraud Feed to keep your customers in the know.
It’s as simple as…
Learn more about our Live Fraud Feed and connect with us today to deliver award-winning content that makes you a trusted source your customers can grow to depend on.
Download our free Live Fraud Feed data sheet.
* 2016 Communicator Award Winners in 10 categories.
A valuable question for any entity seeking to thrive: You hear me, but are you listening? This seemingly subtle distinction can make or break a customer service relationship. And when that relationship involves how you protect customers and their information, it makes a dramatic impact on how they view your service and whether they’ll stick around. Such as the contrast between a live human being and an automated system.
This is also a key difference that sets EZShield apart within the identity protection industry. We make effective customer communication a priority, by employing an onsite team of Resolution Specialists at our Maryland headquarters. These compassionate, respectful and detail-oriented individuals are trained and certified to serve all customer restoration needs.
And, our emphasis on clear, timely communication means customers have access to real people 24/7. No phone tree jungles, no robot receptionists, and absolutely no jumping from person-to-person. In a time of crisis, we know a helpful, human hand is just what your customers seek. That’s how EZShield operates.
Our commitment to being only a phone call away translates into extending the highest level of customer support. To that end, we continuously stay abreast of new technology. This is the impetus behind our ongoing upgrades and enhancements throughout our organization. From telecommunications to websites, we are dedicated to making improvements to how we deliver our services — doing whatever we can to support those who support our customers. Thus, we enable our Resolution Specialists to maintain their extraordinary care and expediency with addressing customer inquiries and handling customer cases seamlessly around the clock.
What makes our customer service Resolution Specialists so special?
How do these customer service initiatives benefit our partners and their customers?
Putting It All Together
Our comprehensive protection — combining security, monitoring and restoration of personal and business information — is made possible by our entire company of dedicated professionals. But, the most direct link to customers is our support center. As the primary personal contact point for customers, they have the greatest opportunity to assess customer needs. This knowledge is then shared throughout EZShield to complete the communications loop, providing us with valuable insight to make service adjustments that align with these needs.
Get a glimpse of the valuable interactions customers have with EZShield Resolution Specialists from a few recent customer comments:
“I would like to say that [the Resolution Specialist] was wonderful handling my situation. My payroll company had been “hacked” and I was extremely upset with them. [The Specialist] helped me tremendously to ease my mind and gave me a lot of insight in my situation. I can’t thank her enough!” Susan C. Brockton, MA
“I’m very satisfied with the service I received from your staff. Everyone was very knowledgeable and friendly. Seemed to be genuinely concerned with my company’s needs. They explained the process and helped me with all my questions. Thank you for your support.” Betty V. Miami, FL
“I loved working with [the Resolution Specialist]. She took care of everything, had patience with my questions and got everything done quickly.” Debbie W. Downey, CA
Connect with Us
Every aspect of our business is guided by continuous customer service improvements — for which our Resolution Specialists play a vital role. Whether their interactions with customers lead to upgrades or changes in our identity protection offerings or how we provide service around those offerings, the one-on-one care provided is integral to our ongoing efforts to deliver best-in-class service. We are tuned in and we are listening. Leverage our partnership opportunities and tell us how we can help you strengthen customer relationships and grow your revenue.
Did you know that the right content enhances your customers’ trust and loyalty? A recent survey by NewsCred revealed that 46 percent of customers turn to their bank for financial content and helpful content drives loyalty for over 50 percent of customers.
As a financial institution, you’re already providing content — from your printed materials to your website — that includes information about identity theft prevention. After all, the Fair and Accurate Credit Transactions Act requires you to address it (via a written program and website). But chances are that the information you’re providing is not living up to your customers’ expectations and it might be time to rethink that content and the way you’re delivering it. Continue reading
“What have you done for me lately?” is certainly one of the last things you want your customers wondering about your institution. Without a doubt, you want your bank customers to feel secure and valued through benefits and program offerings that grow loyalty.In every way, what you do should tell your customers that you’re looking out for them.
So when you think about fraud, in addition to considering it in terms of financial loss to the bank, to the merchant and to the retailer—remember to consider the impact to the consumer.
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